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Unanswered questions

17
corinne_wahrer
corinne_wahrerConversationalist
 Get started on Front
How Front Improves Workflow

Front has been helpful in keeping track of all work and is user-friendly. 

292
sapphira
sapphira
sapphiraConversationalist
 Get started on Front
Analytics

I was curious which analytics you all find most useful on Front and most intuitive? 

30
sapphira
shane_leslie
shane_leslieRookie
 Product Q&A
Modifying an existing rule and apply a rule template

Hi All, I am wondering if it is at all possible to apply a rule template to an already created rule by modifying it. I have a large number of rules created from scratch and seeking to know if I can apply a specific rule template to it. I can see the conditions of the rule template but those options are not available to me in the rules that have been created by scratch.I know the simple solution would be to create a new rule but this is not available to us due to the amount of rules already generated, also deleting an existing rule and recreating is not available to us. Regards

530
shane_leslie
katriel
katrielConversationalist
 Product Q&A
How to keep a conversation assigned to me while out of office?

I used the “time off” feature when I took 2 days off in order to enable the auto-responder. There were several conversations assigned to me in a shared channel for which we received an inbound message while I was out of office. When that happened, I was unassigned from the conversations. I would like the conversations to remain assigned to me, so that the inbound responses would be waiting in my inbox upon my return. As it was, I missed them at first. How can I avoid being unassigned on conversations like this? I can imagine two possibilities:A way to enable the auto-responder without marking myself “out of office” (maybe I can do this with a rule? seems like a hack) Changing some settings so that inbound messages do not auto-unassign me. 

446
ashraf_baig
ashraf_baig
ashraf_baigConversationalist
 Get started on Front
Using Rules and Tags to Prioritize Support Conversations During High Volume Hours

Hi Everyone!I’m fairly new to Front currently exploring how to streamline our support team’s inbox during peak hours. We get flooded with customer queries and sometimes high-priority issues get buried.I’m planning to create a few rules that tag message based on keywords like “urgent”, “outage” or “payment failure” and then route those to a priority inbox.Has anyone implemented a similar triage system using Front rules and tags? I’d love to hear how you’ve approached escalation logic or how you’ve used custom SLA rules for this type of workflowThanks in advance for sharing your experience😇

40
ashraf_baig
hannahw
hannahwRookie
 Product Q&A
Improving AI resolution

My team and I are trying to find ways to use our AI answers exports to inform the needed updates to our knowledge base to then in turn improve our AI resolution rate and reduce the amount of emails coming into our team. I’m curious if any has found an effective way of doing this, whether it’s using Front’s offerings or supplementing with outside tools?Any thoughts or suggestions are appreciated!

212
Javier - Developer Relations
norabentz
norabentzEnthusiast
 Get started on Front
Onboarding

Hi!Our team is thinking about using Front more intentionally for onboarding new hires.Has anyone set up Front-based workflows or resources (rules, tags, knowledge base, etc.) to help with onboarding or training? What worked well?

61
cat_apac
norabentz
norabentzEnthusiast
 Workflows discussion
Anyone Using Front to Automate Account Follow-Ups?

Hi!Has anyone automated follow-ups for account check-ins or feature adoption using Front rules or integrations?Looking for lightweight ways to ensure no account falls through the cracks without relying too heavily on manual tasks. 

91
PhoebeatFront
danielle_brod
danielle_brodConversationalist
 Product Q&A
Connectors - Message Templates

After enabling a Connector to integrate data from a Transportation Management System (TMS), we still have lots of opportunities to add this information to message templates. The use case that’s top of mind for our agents is providing tracking responses with the latest shipment status (i.e. ordered, picked up, delivered, etc.) but we’re hoping to unlock more potential for drafting responses that use the app data as variables in templates. For logistics or customer service users that have enabled a Connector to integrate tracking information that helps to reduce context switching, what are some of your most valuable message templates?

150
danielle_brod
gregor
gregorRookie
 Developer discussion
Looking for a developer to help us migrate to a different Front account

Hello,We are looking for a developer to help us migrate 6000 email conversation as well as 10 inboxes (and some tags and contacts) over to a different Front account. We have been using Front for a year through a third-party company that we pay to perform customer service duties, but we now want to do this in-house and are looking to open our own account.

1793
Javier - Developer Relations
dominik
dominikRookie
 Developer Q&A
Chat integration with azure logic

Hello, I would like to ask if it is possible to display the typing indicator while waiting for a response from the API, and secondly, how can I authorize the client logging in to the chatbot via SMS?

151
R
G
grodwConversationalist
 Workflows discussion
Single conversation in multiple inboxes?

Hi,I am looking for a way to attach single conversation to two inboxes. This sometimes happens naturally upon merging, but can I do this without? I’d be a lifesaver. Thanks!

324
G
N
nielConversationalist
 Product Q&A
Customise Command + Shift + Number app switching keyboard shortcuts

The Command + Shift + Number shortcuts to switch between different Front apps (Inbox, Calendar, Contacts, etc) clashes with the default Firefox shortcuts to switch between containers. Would it be possible to customise or remove these Front shortcuts, or to change them to another modifier by selecting one of the alternative Front shortcut sets?

162
annika_hanlon
K
kavalcioConversationalist
 Developer Q&A
Expo (react-native) integration?

Are you planning to add support for Expo for React Native in the future?Our team uses Expo to build and ship our mobile app, and we’ve historically used Intercom (which already has an Expo plugin). We’re considering switching to Front but the lack of Expo support makes the potential switch a big headache.

293
E
Kam
KamConversationalist
 Get started on Front
Team Performance Analytics

In reviewing the team performance analytics, I noticed that the average Reply Time and First Reply Time are not displaying for a particular team. I'm unsure why this is happening. It could be related to how the team is handling responses (possibly archiving messages before replying), but I’m not certain. I’d appreciate any insight into what might be causing this.  

121
PhoebeatFront
Crstl
CrstlConversationalist
 Product Q&A
Support rich text formatting in Jira automations

We use the “Create Jira Issue” and “Create Jira Comment” automation actions to sync Front with Jira. Unfortunately, neither of these actions support rich text formatting.  The issue description / comment body is sent to Jira as plain text, which means that hyperlinks are not automatically converted to clickable links.It would be helpful if both of these options supported some form of rich text formatting, such as Wiki Markup, Markdown, or HTML.As an example, this description in the automation action: Produces this result in Jira: Note that the links are not clickable, and none of the formatting is applied.

262
cat_apac
alec_badillo
alec_badilloConversationalist
 Workflows discussion
View history of changes to email subject Front

Hello,Is there a way to view history of changes to email subject Front? to see who updated the subject title. 

913
ashley_alexander

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